• Lead, coach, and develop a high-performing Patient Care Specialist team that delivers a differentiated, high-touch experience for every patient. • Mentor, motivate, and model best practices to your team, fostering excellence through demonstration and support. • Oversee daily team operations, ensuring patient cases are managed efficiently, compassionately, and in compliance with quality standards. • Act as the senior escalation point for complex or sensitive patient situations, ensuring swift, empathetic resolution. • Establish, monitor, and evaluate performance metrics—including patient satisfaction, utilization trends, engagement rates, and productivity—to ensure goals are met and exceeded. • Partner with leadership and cross-functional teams to develop strategic, operational, and technological solutions that enhance quality, improve efficiency, and reduce cost of care. • Support the design and continuous improvement of workflows, communication protocols, and digital tools to enhance patient experience and team performance. • Onboard, train, and empower new team members to deliver exceptional care navigation from day one. • Implement standards to maximize productivity, quality, and an outstanding patient experience. • Foster a culture of empathy, accountability, and continuous learning while serving as a role model for Carrum Health’s values.

• Own the clinical and operational roadmap for Oncology and Substance Use Disorder service lines • Build sustainable, tech-enabled clinical programs from the ground up • Collaborate with Product, Growth, Commercial, Client Success, and Provider Support • Bridge the gap between clinical excellence and non-clinical operational efficiency • Iterate service delivery models based on provider and patient feedback • Advocate for a holistic approach to patient care

• Build and maintain relationships with founders, operators, bankers, and advisors across the SaaS ecosystem • Lead the full lifecycle: screening, strategic fit analysis, financial modelling, LOI negotiation, due diligence, definitive agreements, and closing • Coordinate and lead diligence across various workstreams

• Lead and scale SmarterDx’s Integration Support (Tier 2/Tier 3) function, owning reliability and performance across 500+ HL7v2 interfaces and growing, in addition to providing support for FHIR, API, sFTP, and database interfaces. • Serve as the senior escalation point for high severity production incidents, driving structured triage, root cause analysis, and clear executive level communication. • Design and operationalize a best in class support model including SLAs, severity frameworks, escalation pathways, change management standards, and formal post incident reviews. • Establish proactive monitoring, alerting, and interface health frameworks to reduce incident volume and improve response time across all client integrations. • Partner closely with Implementation groups to ensure clean handoffs from build to production support, including operational readiness reviews and documentation standards. • Identify recurring failure patterns across client environments, EHR upgrades, and product releases, and translate findings into systemic improvements. • Mentor and grow a high performing remote team of Integration Support Engineers, fostering ownership, technical depth, and a strong customer service mindset. • Act as a trusted partner to client IT and interface teams, reinforcing SmarterDx’s reputation as a reliable, enterprise grade integration partner.